Technowand was engaged to manage and maintain IT infrastructure for the Alpha Hotel Group. This included managing the IT help desk and providing support for desktops, servers, routers and licensing.
The Alpha Hotel Group has hotels in Canberra, Sydney, Brisbane and the Gold Coast. It is focused on providing outstanding experiences for its guests and relies on seamless, high-performing IT infrastructure to manage everything from reservations to guest Wi-Fi
However, without a dedicated IT team, staff members without specialist IT knowledge were responsible for liaising with various technology vendors. This led to misdiagnosed issues, delays in resolving issues and staff not being able to focus on their core responsibilities. In addition, the Group lacked an IT expenditure budget which meant IT spending was unpredictable and difficult to plan for from month-to-month. It also did not have the time to dedicate to planning for IT upgrades or maintenance, leading to downtime and less-than-optimal customer experiences.
The Alpha Hotel Group needed to outsource its complex IT support and maintenance to a provider with strong triage, creative problem-solving and logical decision-making skills. It needed a provider that would also simplify IT planning, minimise the risk of overspend and ensure seamless IT infrastructure performance.
Technowand used its advanced technical and interpersonal capabilities to develop an IT support desk for Alpha Hotel Group, while also taking care of all aspects of IT maintenance and management.
For IT support, it evaluated, troubleshooted and followed-up on customer issues via service requests submitted by phone and email. All issues were documented, resolved and reviewed by another Technowand team member before updating the customer. Where relevant, issues were replicated and documented for further escalation. Documentation was updated for future use, and Technowand created and maintained monthly reports to ensure the Group had full visibility over IT support. This role often required resolving complex support and services issues related to servers, routers and licensing.
For IT maintenance and management, Technowand assumed responsibility for all aspects, serving as the bridge between the customer and vendors. It regularly communicated progress updates regarding upgrades and other work, as well as resolution details. Where required, Technowand developed action plans for resolving more complicated IT issues.
IT infrastructure is more stable and reliable, with uptime of more than 98 percent Management has saved 28% on IT spending by using Technowand’s fixed fee model, improving its ability to develop accurate forecasts and budgets Staff no longer need to resolve IT issues without specialist knowledge, leading to faster and better issue resolution and an improved experience for guests.
Does your story sound similar to Alpha Hotel Group? We craft solutions to unique technical challenges. Schedule your FREE business consultation today, call Technowand on 02 6100 2135. We’ll assess your situation, identify areas for improvement and suggest ways in which technology could pave the way for your business to become an industry innovator. There’s no obligation – Give us a call